Microsoft Teams

Question

Hey, 
 I'm in IT intern and my boss wants me to see if i can allows the tickets assigned to my group, to notify the group via Teams. Has anyone attempted this before? I have already added the SolarWinds extension to teams, but it will only allow me to view ticket I have requested, not the ones we were assigned. 
 
 Anything helps, 
 thanks!

CBK2 · Answer

Here is a suggestion on how you can accomplish something similar to what you are wanting to do in a workaround way since what you want to do is not natively supported by the SolarWinds Service Desk Teams bot. 
 
 In your desired Team, create a new channel named "Service Desk". Use the option "Get email address" for the channel to obtain the unique email address that can be used to post to the channel. Use the advanced option and set your own domain under the "Only email sent from these domains:" to restrict use of the email address to your company. 
 Create a custom notification template named "Teams Post". Customize the template to only show the information you are interested in seeing inside of Teams. 
 This next step assumes that you are only want post in Teams for new unassigned incidents. You can customize the automation rule to your needs. Create an automation rule named "Post New Unassigned Incidents to Teams". Set the trigger as "Object created, Incident / Service Request. Set the condition as "Assignee /User, [Not Set]". Set the action to "Send Notification" using the custom notification template and the teams channel address. 
 
 This setup will post to Teams every new unassigned incident. Since the posts go into a dedicated channel, users can set notifications to pop up for new posts to the channel. This setup is useful for bringing awareness to new incidents that need to be assigned. It can be helpful for shops that don't have queue managers or dedicated staff monitoring and assigning new incidents.

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